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Article : Continuous Improvement

As an industry that reaches a global market, the future growth and success of contact centers requires that you constantly look at ways to improve your ability to serve customers worldwide. Find out what some industry leaders have planned as part of their continuous improvement strategies.

Christopher DeVany
President
Pinnacle Performance Improvement Worldwide
United States

"1. Develop feasible solution options - When customers and prospects are given an opportunity to make choices, instead of just one solution, they are more likely to remain customers and to remain great customers.
2. Do our best to incorporate prudent risk into our decision-making and problem-solving."

About Pinnacle Performance Improvement Worldwide

Since 1994, Pinnacle Performance Improvement Worldwide has been helping organizations to improve performance, with a focus on management and organization development.
 
Dan Collins
President
TMP Direct
United States

"Training systems, Content management systems, Software that makes it easy to manage interactions, view history and solve problems."

About TMP Direct

TMP Direct is a service provider with specialities in Customer Retention and Customer Acquisition supported by Inbound and Outbound Contact Center Services, Fulfilment Services, POS Distribution Servi... (read more)
 
Christi Graybill
Customer Service Manager
Calendars.com
United States

"I think the industry as a whole would be served by treating employees and customers less like numbers and more like human beings. As a seasonal organization, I have the opportunity to meet so many agents who hop from one contact center to another. Many organizations create a culture of negativity where the primary objective is to maintain the bottom line at all cost or to exploit the customer as if to mine them for all their worth, then cast them away. I hear a lot about the desire to prevent churn, but actions always speak louder than words."

 
Patrick Louis
Senior Director Customer Experience Global
Canada Goose
Canada

"The industry needs to do a better job at promoting the benefits (i.e.: career opportunities etc.) of working in a call center. We should also have a stronger representation when it comes to interacting with official representatives both nationally and locally."

About Canada Goose

Founded in a small warehouse in Toronto almost sixty years ago, Canada Goose has grown into one of the world's leading makers of luxury apparel.Every Canada Goose product is designed with purpose and... (read more)
 
Steve Trifelos
Director, Strategic Partnerships
ITM Marketing, Inc.
United States

"Changing the perception of the general public with regard to both offshore and domestic stigmas."

About ITM Marketing, Inc.

ITM Marketing, Inc. is an experienced, multifaceted teleservices company located in Coshocton, Ohio, dedicated to delivering customized, value-driven solutions for your company's telemarketing needs.... (read more)
 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - Team Days

Read today's tip or listen to it on podcast.

Related Editorial

Published: Thursday, September 3, 2009

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2023 Buyers Guide
Get Listed
Payment Services

 
1.) 
Branch

Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.
2.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)
3.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

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